I talk to a lot of small business owners and many of them are pretty bummed out. They say they can't survive, and the economy is the cause. Others complain
Here's something that has been bothering me lately.
How can a company buy 1-ply toilet paper to ‘save money’ while at the same time spend millions on software that will
I met with a prospective client a number of times over the past few weeks. When we first met, he expressed his concern over the "c-word," AKA "consultant," in my
The other day I ran into a client who I did some work with last year. Our work was immensely successful, but we hadn't done anything since.
And then he asked
I was speaking to a prospective client who told me they receive a lot of letters from happy customers. They get so many that they have a special wall of
I've been talking to some business owners lately, and many of them aren't doing as well as they'd like to be doing.
As I've sat back to reflect what I've heard
Mistakes, blunders, and customer-related issues are bound to happen.
Most of us have employees and they're expected to do things by the book, but what happens when the book is wrong
One of the biggest problems that most companies face is they spend way too much trying to find, collect, compile, and fact check information. They do all that without ever
In this video, I walk you through a simple four-step customer service improvement model made famous by FedEx called The Hierarchy of Horrors. You can learn more about this in